SC/14/27 Corporate Services Scrutiny Committee 23 September 2014

Aligning with the Devon County Council Vision Better Together: Devon 2014-2020 Report of the Head of Services for Communities 1. Summary

This report outlines proposals for monitoring progress towards achieving the strategic outcomes set out in the new Council Vision, Better Together: Devon 2014-2020.

2. Introduction The County Council approved its new Vision, Better Together: Devon 2014-2020, on 15 May 2014. With that have come a number of significant shifts in direction for the organisation, including a drive towards greater personal and community resilience. In order to track the delivery of new priorities for the Council we will need to review how performance and the realisation of key outcomes are monitored and managed.

3. Content The report provides the Committee with sight of a draft list of outcome indicators that are relevant to the 23 different outcome areas set out in the Vision and discusses issues relating to the agreement of a final list. Previous quarterly corporate performance reporting to this Committee has included a summary update of operational performance under the remit of Corporate Services. The measures used to report this information also need to be reviewed as some of them are no longer relevant. An update is provided reporting changes to the risks maintained in the Corporate Risk Register.

4. Developing new performance arrangements Since the performance report to this Committee in June 2014, work has been undertaken to identify suitable outcome performance measures that could be used to monitor progress towards improving outcomes in the priority areas set out in the Vision. A list of those identified is provided at Appendix A. The suggested measures provide a strategic view of the outcomes that the work carried out by the Council and its partners seeks to influence. Many of these measures are not reported more frequently than on an annual basis and then often only after a significant delay following the periods to which they refer. However, since these are lagging measures and report circumstances that may take substantial time to influence by the programmes of work, the annual basis is generally sufficient to monitor whether work carried out is having the desired effects. Thus, it is proposed that once the framework of measures has been agreed that an annual report shall be made to each Scrutiny Committee on the progress towards the strategic goals of the Council.

For some of the outcome areas there are several potential measures listed and it may be considered that it would be preferred to prioritise a smaller number of measures at this time. It will also be necessary during the lifetime of the Vision to consider making adjustments to the outcomes monitored as priorities change in order to keep the outcome framework relevant. The Committee is asked to consider the measures listed against the outcome areas of the Vision and to discuss any concerns in order to contribute to the development of the final framework. The proposals for strategic outcome reporting on the Vision should be seen as complementary to any operational performance reporting to this and other Scrutiny Committees. Scrutiny Committees will be able to use the information provided in this annual progress report when considering the Committees’ Forward Plans in order to focus on those areas or work causing most concern. Members will continue to have access to a range of data electronically to facilitate independent insight, research and challenge.

5. Corporate Services operational scorecard This committee has received a dashboard of Corporate Services key performance indicators as part of the quarterly reporting of performance during the previous financial year. The dashboard provided as Appendix B on this occasion has been updated with additional Human Resources data. Explanatory information has been provided in the dashboard in particular in respect of newly include data and also for other significant issues.

6. Risk management All risks recorded in the Corporate Risk Register are shown in Appendix C. The risks in this risk register are reassessed at least every six months and on this occasion that has resulted in a number of changes to Corporate Risk Register since the previous performance report to Corporate Services Scrutiny as summarised below: Two risks have increased: TG 11 CRR Market Capacity: Adult Social Care; both inherent and current risk levels increased from High to Very High HRO 1 CRR Health & Safety; increased from Medium to High and escalated to CRR, replacing TG 16 CRR Health & Safety (People); Risk status increased in July 2014 following serious (fatal) incident within the Youth Service and also increased risks associated with transferring of services and assets into the community. This risk has returned to the Corporate Risk Register following discussions at CSLT in June 2014. Four risks have decreased: SCC 22 CRR Capacity – Organisational Capacity to Change; decreased from Very High to High – remains on CRR SS 14 CRR Deprivation of Liberty Safeguards (DoLS) and Court of Protection; decreased from Very High to Medium; question whether this should remain on CRR

ENP 1 CRR Rising Energy Costs; decreased from Very High to High and removed from CRR to be managed by PLT. There is now a clear plan for achieving the energy policy targets. This was endorsed by the Environmental Performance Board on 30/7/14. SPOC 7 CRR Potential for wide-ranging impacts arising from the Euro crisis; decreased from High to Low and removed from CRR. Although the Eurozone crisis is not over, it is entering a new phase, in which disinflation and low growth slowly raise the debt-to-GDP ratio of many euro zone countries to high levels. However, the strengthening UK economy should to a degree reduce the potential impact. Since the identification of this risk no concerns have been raised about our exposure in terms of supply chains. DCC continues to maintain the mitigation of not putting money on deposit with Santander. A recent CSLT meeting outlined that this risk need no longer be considered to be a high Corporate Risk. Also removed from CRR: TG 14 CRR Public Service Network implications for Mobile Working; risk level has not been reviewed or decreased on SPAR.net; PSN provision has now been delivered

7. Recommendations a) To consider the draft outcome framework for Better Together and contribute

towards the development of a final version; b) To consider whether the content of the Corporate Services operational scorecard

is sufficient to meet the Committees need for information for quarterly reporting; c) To consider changes in risk levels in the Corporate Risk Register and whether

there are implications for the Committee’s Work Programme

John Smith Head of Services for Communities

Appendices Appendix A: Draft Better Together: Devon 2014-2020 outcomes framework Appendix B: Corporate Services key performance indicators Appendix C: Corporate Risk Register Electoral Divisions: All Cabinet Member for Performance and Engagement Councillor B Parsons Chief Executive: Dr Phil Norrey Local Government Act 1972: List of Background Papers Contact for enquiries: Simon Kitchen Room No. G43 County Hall Tel No: (01392) 382699

Background Paper Date File Reference

1. Devon County Council Vision, Better 2014

Together: Devon 2014-2020

Draft Outcome Framework for Better Together: Devon 2014-2020 Appendix A to SC/14/27

Code Theme By working together… (Outcomes) Measurement of outcomes

1.1 Resilient More services will be run locally in the way that people want.

* Survey: Participation in formal / informal volunteering?

1.2 Resilient Communities will have greater influence and control.

* Survey: Do you agree or disagree that you can influence decisions affecting their local area? (Place Survey 2008 - DCC Level - (Q13 - 28% agreed)) * Survey: Would you like to be more involved with decisions affecting your local area? (Place Survey 2008 - DCC Level – (Q14 – 24% Yes, 65% depends on the issue))

1.3 Resilient Devon will be well prepared for emergencies such as flooding.

* Percentage of Community Emergency Plans in Devon that have been tested in the

community. * Number of new properties protected (through Flood Resilience Community Pathfinder Project (to 3/2015) and Defra’s Flood Defence Grant in Aid and other

funding). * Animal disease outbreaks (contingency plans -Trading Standards) * Survey: How prepared people are for natural hazards events? (Place Survey 2008 - DCC Level - How well informed do you feel about each of the following? What to do in the event of a large-scale emergency e.g. flooding, human pandemic flu (Q12)) * Emergency Planning

1.4 Resilient Problems will be prevented or resolved without being dependent on public services.

* ASCOF 1C(pt1): Prop. of people using social care who receive self-directed support. * ASCOF 1C(pt2): Prop. of people using social care who receive direct payments. * Demand for services measure? [Specific areas targeted by self-help information?]

2.1 Healthy Children will have the best possible start in life and be ready for school.

* E&L 101: Foundation stage - achieving a good level of development. HWB * PHOF 1.01: Children in Poverty. PH / HWB * PHOF 2.03: Smoking at Time of Delivery. PH / HWB * PHOF 2.04: Under 18 Conception Rate. PH / HWB * PHOF 2.08: Emotional of Wellbeing Looked After Children. PH * PHOF 3.03: Population Vaccination (MMR Aged 5). PH

2.2 Healthy

More people will enjoy good health and avoid preventable illness.

* PHOF 2.10: Hospital Admissions Self-Harm 0-17. PH / HWB * PHOF 2.14: Adult Smoking Prevalence. PH / HWB

* PHOF 2.18: Alcohol-Related Admissions. PH / HWB * PHOF 2.19: Cancer Diagnosed at Stage One and Two. PH * PHOF 2.22: Offered/Receiving an NHS Health Check. PH * PHOF 4.03: Mortality rate from preventable causes. PH * PHOF 2.17: Fuel Poverty * Number of Energy Company Obligation measures delivered in Carbon Saving Community Obligation areas (Ian Bateman to provide data) (Cosy Devon scheme)

2.3 Healthy More people will lead happy and active lives.

* PHOF 2.06: Excess Weight in Children (4/5 & 10/11 year-olds). PH / HWB * PHOF 2.12: Excess Weight in Adults. PH * PHOF 2.13: Proportion of Physically Active Adults (Sport England). PH / HWB * PHOF 2.23: Self-Reported Wellbeing (low happiness score). PH / HWB

2.4 Healthy More people will maintain their health and independence into older age.

* ASCOF 1C(pt1): Prop. of people using social care who receive self-directed support. * ASCOF 1C(pt2): Prop. of people using social care who receive direct payments. * ASCOF 2A part 2: Permanent Admissions to Residential and Nursing Care Homes. BCF * ASCOF 2B part 1: Older people (65+) at home 91 days after discharge. HWB / BCF * ASCOF 2C part1: Delayed Transfers of Care from Hospital. BCF * NHSOF 2.01: Feel Supported to Manage Own Condition HWB * PHOF 0.01: Healthy Life Expectancy. PH / HWB * PHOF 2.24: Injuries Due to Falls. PH / HWB * PHOF 4.16: Dementia Diagnosis Rate. PH / HWB/ BCF

2.5 Healthy More people will feel valued, respected and included. (Strong link to 4.1)

* ASCOF 1D: Carer Reported Quality of Life HWB * PHOF 1.18: Social Contentedness PH / HWB * GP Patient Survey Q21d: GP involves you in decisions about your care?

3.1 Prosperous `

More young people will lead fulfilling and productive lives.

* NI 75: Achievement of 5 or more A*-C grades at GCSE or equiv. incl. English and Maths. * E&L 62: Key Stage 4 pupils’ achievement of English Baccalaureate. * E&L 74: A level attainment - average points score per candidate.

3.2 Prosperous More people will find employment, including those furthest from work.

* ASCOF 1E: Prop. of adults with learning disabilities in paid employment. * ESD 49: Overall employment rate (working-age). (Source: ONS) * ESD 165: JSA Claimant count, total claimants – rate. (Source: ONS) * E&L NI 117: 16 to 18 year olds who are Not in Employment, Education or Training.

3.3 Prosperous

There will be more new jobs and business start-ups, particularly in key knowledge sectors.

* ESD 42: New business registration rate. (Source: ONS)

3.4 Prosperous New ways of providing services at lower cost will flourish.

* Measure of emergent social enterprises? * Measure of service choice?

3.5 Prosperous A great deal of money will be saved and Devon's energy needs will be reduced.

* NI 192: Percentage of household waste sent for reuse, recycling and composting (proxy for disposal efficiency) * EP 5.5: Total renewable energy generation across Devon (RegenSW annual survey) * Total final energy consumption in Devon (DECC data - Total Final Energy Consumption at Regional and Local Authority Level )

4.1 Connected Communities will be more cohesive and inclusive. (Strong link to 2.5)

* Survey: ESD People who feel that they belong to their local area? (Place Survey 2008 - DCC level - How strongly do you feel you belong to your immediate neighbourhood? (Q5 – 66% positive response)) * Survey: ESD People who agree that their local area is a place where people from different backgrounds / ethnic backgrounds get on well together? (Place Survey 2008 - DCC level - To what extent do you agree or disagree that your local area is a place where people from different backgrounds get on well together? (Q18 – 82% positive response)) * Survey: ESD People who feel people in their local area pull together to improve the local area? (Community Life Survey - National Level)

4.2 Connected

People will be able to get about the county to meet their basic needs.

* PT 3.1a: The number of passenger trips by train in Devon. * PT 177: Local bus and light rail passenger journeys originating in the authority area. * National Highways and Transport Network Survey. (http://nhtsurvey.econtrack.co.uk/Content.aspx?6365)

4.3 Connected

Businesses will be able to grow and people will benefit from digital opportunities.

* GVA per head in Devon.

4.4 Connected

Connection to and respect for Devon's environment and heritage will be improved.

* Usage of cycle paths? * Usage of PROW?

5.1 Safe

More people will be empowered to live well and participate.

* ASCOF 1B: Prop. of people who use services who have control over their daily life. * ASCOF 1E: Prop. of adults with learning disabilities in paid employment. * (ASCOF 1I) / PHOF 1.18: Prop. of people who use services , and their carers, reported had as much social contact as would like. * ASCOF 3D: Prop. of people who use services and carers who find it easy to find information about services.

5.2 Safe Vulnerable people will be better protected from abuse and harm.

* OFSTED Rating * APA2016SC: Social care referrals that are a re-referral within 12 months * ASCOF 4A / (PHOF 1.19 PLACEHOLDER): The proportion of people who use services who feel safe. * ASCOF 4B: Proportion of people who use services who say those services have made them feel safe and secure. * Doorstep crime and scam reported incidents? (Trading Standards – in the future?)

5.3 Safe Children in care will have a secure and stable home and go on to lead happy lives.

* E&L 15: Care leavers in Employment, Education or Training. * NI 63: Stability of placements for children in care: length of placements * PHOF 2.08: Emotional difficulties in looked after children. PH

5.4 Safe

Fewer people will be victims of crime, including domestic violence.

* PHOF 1.11: Domestic Violence incident rate. PH (to be updated with local breakdown) * PHOF 1.12ii: Violent crime – Rate of violence offences per 1,000 population * PHOF 1.12iii: Violent crime – Rate of sexual offences per 1,000 population * All crime rate? * Doorstep crime and scam reported incidents? (Trading Standards – in the future?) * Survey: ESD People who feel safe when outside in their local area after dark / during the day. (Place Survey 2008 – DCC level - How safe or unsafe do you feel when outside in your local area after dark? (Q22, Q23 during the day). Not asked since change in lighting policy)

5.5 Safe

Accidents, injuries and deaths will be kept as low as possible.

* PHOF 1.10: KSI on roads. PH * PHOF 2.07: Hospital Admissions for Injuries aged 0-14. PH

* PHOF 2.18: Alcohol-Related Admissions. PH / HWB * PHOF 2.24: Injuries Due to Falls. PH / HWB

Key: Cross references:

BCF = Better Care Fund HWB = Health and Wellbeing Board PH = Public Health

Performance indicator codes:

ASCOF = Adult Social Care Outcomes Framework E&L = Education & Learning local indicator EP = Environmental Policy local indicator ESD = esd-toolkit notation (Local Government Association) NHSOF = National Health Service Outcomes Framework NI = National Indicator (disbanded national framework) PHOF = Public Health Outcomes Framework PT = Public Transport local indicator

Sources:

ONS = Office of National Statistics

Corporate Services key performance indicators Appendix B to SC/14/27

Finance Period Target Forecast Change

Net Revenue Budget M4 2014/15 £513.8m £517.7m

Capital Budget M4 2014/15 £175.5m £169.6m

Percentage of Corporate Debt outstanding over 3 months M4 2014/15 1.9% 1.6%

The above variations are explained within the month 4 Budget Monitoring report (CT/14/54) to Cabinet on 10th September 2014.

ICT Period Target Actual Change

Percentage network(WAN) availability Q1 2014/15 99.58% 99.54%

ICT Service Desk: Ave. number ICT support calls per week Q1 2014/15 Monitor 1318

ICT Service Desk: Ave. percentage calls answered Q1 2014/15 80% 80%

ICT Service Desk: Ave. percentage calls resolved, 1st point of contact Q1 2014/15 65% 65%*

* This has dropped due to a change in the formula used to calculate the figure. Previously this represented only the % resolved by first line teams of incidents that were within fix. The figures now represent the % resolved by first line teams of all incidents logged. A recalculation of Q4 2013/14, previously reported as 80%, using the new formula came to 60%. This is clear evidence that 65% is actually an improvement on the previous quarter. Human Resources Period Target Actual Change

Headcount (‘assignments’ excl. schools) at 30/06/2014 Monitor 5924

Full time equivalent (FTE) (excl. schools) at 30/06/2014 Monitor 4424.1

Headcount (schools) at 30/06/2014 Monitor 13655

Full time equivalent (FTE) (schools) at 30/06/2014 Monitor 7292.4

Turnover (excl. schools) at 30/06/2014 Monitor 1.47% (equivalent to

14.45% annual rate)

Redundancies Q1 2014/15 Monitor 48

Staff absence: days sickness / FTE (excl. schools) Q1 2014/15 Monitor 2.19 (equivalent to 8.76 annual

rate)

Staff absence: days sickness / FTE (incl. schools) Q1 2014/15 Monitor 1.74 (equivalent to 6.96 annual

rate)

Summary of Devon County Council Headcount, Turnover, Redundancy and Sickness Absence Data - January to June 2014 The data below applies to all Devon County Council employees and service areas, excluding schools. Headcount & Turnover

Assignments FTE Turnover (%) (for that month)

January 6082 4501.9 0.79

February 6113 4535.4 0.61

March 6073 4515.8 1.48

April 6047 4499.5 2.33

May 5971 4453.7 1.16

June 5924 4424.1 1.47

Generally, the headcount has reduced this year except during February, when there was a slight increase, which appears to be linked to changes within the People service area (as a result of OFSTED). This continues the reduction over the last few years, as illustrated in the graph (presented to Cabinet/CLT in November 2013).

Redundancy

Voluntary redundancy Compulsory redundancy Total redundancy

January 0 1 1

February 4 0 4

March 9 6 15

Total Q4 2013/14 13 7 20

April 2 8 10

May 3 22 25

June 2 11 13

Total Q1 2014/15 7 41 48

The number of redundancies has increased due to various service changes happening across the organisation and is likely to continue to increase over the coming months as further service changes occur. All staff at risk of redundancy are subject to redeployment procedures. Other than an increase in redundancies, turnover remains fairly static. Sickness Absence

Total Q4 2013/14 8.9 days sickness per annum per FTE (excluding schools)

Total Q1 2014/15 8.76 days sickness per annum per FTE (excluding schools)

There has been a slight reduction in sickness absence levels over the last quarter. Sickness absence levels continue to be lower than the national average of 9.3 days sickness per FTE (LGA Workforce Survey 2012/13 - single tier and county councils). Customer focus key performance indicators

Customer interaction Period Good Average Poor Change

Satisfaction with contact – Online unavailable

Satisfaction with contact – By telephone Q1 2014/15 97% 2% 1%

Satisfaction with contact – Face to Face Q1 2014/15 72% 14% 14%

The Council’s data on user satisfaction has been collected using a system supplied by GovMetric whereby service users are able to register their level of satisfaction by selecting a ‘Smiley face’. Stand-alone points at the Hayridge Centre at Cullompton and the Passmore Edwards Centre at Newton Abbot provide the Face to Face data in the table above. The telephone system at the Customer Service Centre uses GovMetric which provides the ‘By telephone’ data. The Council’s website, until March 2014, used GovMetric to collect satisfaction data from visitors to web pages. This system is not currently compatible due to changes to our web site. The contract for the use of GovMetric is due for renewal in November 2014 at a cost of £7,500 for the annual licence. The Committee may wish to discuss whether renewal of this contract will provide good value for money.

Customer complaints Period Target Actual Change

Number of complaints received* Q1 2014/15 Monitor 473

Number of complaints escalated to Stage 2 Q1 2014/15 Monitor 0

Percentage of complaints upheld at Stage 1 Q1 2014/15 Monitor 47%

Number of compliments received Q1 2014/15 Monitor 217

* From the first quarter 2014/15 the Local Government Association benchmarking tool LG Inform is collecting complaints numbers from participating Local Authorities to report in terms of the number of complaints per 10,000 population. This will enable future reports to provide up to date benchmarked information on how Devon is performing compared to others.

Information governance Period Target Actual Change

Level of FOI compliance Q1 2014/15 80.0% 87.0%

Number of security breaches Q1 2014/15 Monitor 61

Corporate Risk Register (at 2 September 2014) Appendix C to SC/14/27